Member Resources & Library

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AI, analytics and machine learning: follow the data

AI capacity is doubling every 3 months and the accuracy of speech recognition is now 96%, up from 75%-80% over the last 3 decades. Almost a third of UK contact centres are looking to deploy AI in the next year, according to Contact Babel.

So, what do we need to know to speak with confidence and apply this in our real world of customer operations?

Putting people first: workforce strategy and planning in a digital world

A technology strategy needs operationalising, to put colleagues at the heart of what we do. Plan for new roles, skills development, and work blending. It will involve every stage of the planning cycle.

An 8-step plan to empower your people and better serve customers

It’s not the act of moving to the cloud that delivers business transformation. It’s how you use it to empower agents to better serve customers.

Predictive analysis: insight and forecasting

Predictive analysts create a picture of what we can realistically expect at key milestones into the future, rather than forecast a single number. If things turn out differently to what we predict, we have the information we need at our finger tips.

We are prepared. We learn quickly. We respond fast. This depends on trust in the way we manage data, assumptions or bias - and share our analysis.

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Categories: Library

Knowledge management: it’s all about the content

Our customers still hunt one simple thing: knowledge. They want answers that offer a service and solve their problems as fast as possible.

Leadership Discussion Part 3: Technology

What technology is required and what is currently missing to support the future working environment?

Scottish Gas Awards Case Study 2011: Smart planning clears the winter peaks

Learn how Scottish Gas manages peak winter demand with reduced staffing and overtime costs, by planning flexibility agreements from across business functions.

North Warickshire Borough Council Awards Case Study 2008: Customer service on a shoe-string

How service is about attitudes and relationships rather than big investments at North Warwickshire Borough Council.